About Us
Temera, a Beontag company, has grown to become one of the world's leading product traceability and serialization companies for the fashion and luxury markets. By leveraging a range of IoT and blockchain technologies, Temera's range of DPP-related solutions help to trace all information and data related to the full product life cycle – including raw material sourcing, production, logistics and distribution, inventory management, sales, after-sales, and upcycling or end-of-life processes.
Temera was founded in Italy in 2009 and became part of Beontag in 2022. Beontag is a global business enabler that serves as one of the world's leading providers of IoT solutions and graphic and label materials. With operations in more than 15 countries and a footprint in over 40 markets, the multinational company offers end-to-end product capabilities for a range of industries and businesses, driving seamless communication between companies, products, and people.
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Overview
You will work within the technical support team, handling the management and resolution of hardware and software issues reported by clients.
The role involves technical analysis of malfunctions, direct intervention on configurations and software, as well as the assignment of priorities and continuous monitoring of activities until full resolution.
As the main point of contact for customers, the role requires clear, professional, and timely communication on the status and progress of support requests.
Responsibilities
Key Responsibilities:
* Handle first-level support tickets, identify more complex cases, and escalate them to second-level support, using the company's ticketing and support systems.
* Effective and consistent communication with the customer.
* Accurately document all customer interactions using the ticketing platform.
* Manage reports based on assigned priority and ensure compliance with contractual SLAs.
* Manage and configure Windows and Android devices.
* Provide remote support using TeamViewer software.
Qualifications
Technical Skills and Knowledge:
* Microsoft Windows 10 e 11
* Suite Office (One Drive, Word, Excel)
* Browser e policy di navigazione online (Google Chrome)
* Android Systems
* iOs Systems
* Basic knowledge of network infrastructure required
* Knowledge of Zebra devices (antennas, printers)
* Experience with ticketing systems (Jira)
Requirements:
* Prior experience in technical support or a similar role
* Ability to work in a dynamic environment and manage multiple tasks at once, while organizing work independently
* Problem-solving mindset combined with strong attention to detail
* Italian mother tongue; good spoken and written English
* Willingness to travel, Italy and abroad
* Availability for on-call duty
* Valid driver's license